Warning: gzinflate() [function.gzinflate]: data error in /home/totalq/public_html/wp-includes/http.php on line 1787
If you are in the storage industry you should be focused on quality. If you are not focused on what you are saying to people on the phone or to your customer’s faces, then you need to re evaluate what you are spending your time doing. How the customers are handled by your people should be a high priority for you. The customer is the one that will make or break your company. Without the customer you are just dead in the water and your doors will soon close. How can you stay open? Take care of your customers.
As an owner of a self storage company you should always be aware of what your people are saying to your customers. How can you find out what they are saying to the customers? You can do a couple of things. You can set up their phones to record everything that comes in or gets sent out. This way you know what the manager is saying and how they are delivering it to the customer. Sometimes it not what you say, it is how you say it. That could be very offensive to the customer. Now you know and now you can make the necessary changes to your manager’s presentation.
Some managers might take offense to all of their phone calls being recorded. As an owner you can make them feel better and at ease by saying that you are also recording all calls to help the manager. A lot of time we as sales people forget what we say sometimes and the recording can help us. We can listen to what we are saying to the customer and find out what works and what does not work. If we hear something that seems to be gold, then we can use it for all customers or at least the majority of them. Most managers are set up on some sort of commission system for their rentals. So you can also tell them the better they are at selling to the customers, the more rentals they will get. The more rentals that they get the more money in their pocket. Most of the time the manager will be ok with that thought. If the manager is still having issues with being recorded, then you might want to re evaluate their position. You are trying to help and they are just bucking the system.
Training should always be going on at all your facilities. In self storage things are changing around so quickly that you never know what to expect. So sometimes it is good to use recoded phone calls as a way to see how you were doing things and what needs to change in order to improve business. When business improves everyone is happy. Many people think that the owners are the only ones that benefit from business being good. When business is good based on how the customer’s are being handled, the facility could add some amenities that the customer could really enjoy that otherwise wouldn’t be available. That high end premium coffee didn’t just appear in the office out of no where. You can afford it now because you took care of your customer.
Recording your conversations can also be good to back you up. It is not every day that a storage manage messes up a phone call or lies to a customer. But it could be almost every day when a customer comes in and says that they were told something different than they were actually told. With call recordings you can go back and listen to the call in question. If you want you can play it back for the customer to show that you were not the one that was at fault. The customer would of course back down and admit their mistake. Otherwise customers can just say they were told something and depending on what the manager thinks, the customer could get a over on them. Long story short, recording calls and making sure you are saying the right thing on the phone can tremendously help your company.